Hoai Vinh Drake

Community-focused SaaS support professional with 3.5 years at BraveBits, progressing from Technical Support Agent to Technical Support Leader and Customer Success Manager for PageFly, a Shopify platform serving 160,000+ merchants. Supported international customers in English across omnichannel queues and Facebook/Instagram communities, combining clear public communication with hands-on technical troubleshooting. Maintained 95%+ CSAT, created 40+ self-service articles, and turned recurring customer feedback into product, workflow, and support improvements. Available for full weekends, graveyard shifts, and APAC or EU schedules